The Transport Department (TD) today welcomed suggestions from the Ombudsman’s Office on improving services relating to the issuance of driving licences.
The department remarked that a report issued by the Ombudsman’s Office mainly concerns operations prior to the full implementation of online appointments for counter services on March 16. It said that following the implementation of new measures, the situation with regard to service quotas and queuing issues has improved.
It explained that as applicants for direct issue of licences can receive a Hong Kong Full Driving Licence without taking a local driving test, rigorous checks must be conducted, including verification of original documents issued by places outside of Hong Kong and, where necessary, approaching relevant authorities to authenticate such documents.
To provide convenience to applicants and enhance processing efficiency, the department has implemented various measures. This includes full implementation of online appointments for direct issue of licences via counters, increasing appointment by 40% to 550 per working day, and extending this service to all four Licensing Offices, thereby substantially increasing overall processing capacity.
The department stressed that the enhanced online appointment system has been operating smoothly since its launch. The system features a human-machine verification mechanism, virtual queue management, verification of applicants’ identity through “iAM Smart” and artificial intelligence, and the use of a one-time password for verification. These elements have strengthened security and prevented abuse of appointments.
Stating that it will continue to monitor the new arrangements, the department added that it will also explore further uses of technology, including adopting new AI technologies in e-licensing services.
With regard to recommendations made by the Office of the Ombudsman on further improving ticketing and queuing arrangements for counter services, it said it will study feasible enhancement measures to enhance service quality and efficiency.
It will also continue to promote online licensing services and look at ways to reduce the need for members of the public to visit Licensing Offices in person.
